CUSTOMER EXPERIENCE & ENGAGEMENT DIVISION MANAGER
Ahununu Trading PLC ā¢ Addis Ababa
On-siteFull timeAddis AbabaSenior(5-8 years)
Experience
Senior(5-8 years)
Salary
Not specified
Posted
8 days ago
Deadline
in 6 days
Job Description
Ahununu Trading PLC is looking for a dynamic, customer-focused and results-oriented professional to join our Commercial Department as Customer Experience & Engagement Divisions
Key Responsibilities
- Develop and implement the company's Customer Experience and Engagement strategy.
- Lead customer journey mapping and continuously identify opportunities to improve service delivery.
- Establish and monitor customer experience standards, KPIs and service quality measures.
- Oversee customer feedback, complaints and resolution processes, ensuring timely and effective responses.
- Develop customer retention, loyalty and engagement initiatives.
- Analyze customer insights, satisfaction trends and service data to identify improvement opportunities.
- Prepare customer experience reports, dashboards and actionable recommendations for management.
- Work closely with Sales, Marketing, Operations, Finance and IT to deliver a seamless customer experience.
- Establish initiatives that strengthen customer relationships and increase customer loyalty.
- Lead, coach and develop the Customer Experience & Engagement team.
- Ensure continuous improvement of customer-facing processes, policies and procedures.
Requirements
- Bachelor's degree in marketing, Business Management, Business Administration, Communications, Customer Experience or a related field.
- Master's Degree is an added advantage.
- Minimum 6 years of relevant professional experience, including at least 2 years in a managerial position.
- Proven experience in Customer Experience, Customer Service, Client Relationship Management or Commercial Operations.
- Experience in logistics, courier, transportation, e-commerce, retail, telecom or other service-oriented industries is an advantage.
Key Competencies
- Customer-centric leadership
- Strategic thinking and problem solving
- Customer relationship management
- Data analysis and performance management
- Excellent communication and interpersonal skills
- Team leadership and coaching
- Service quality management
- Strong decision-making and execution capability
Required Skills
Data Analysis & ReportingCustomer Relationship Management (CRM)Excellent communication and interpersonal abilities.Team leadership & development
Level
Senior(5-8 years)
Location
Addis Ababa
How to Apply
Interested and qualified candidates are invited to submit their updated CV to:
š§ ahununujobs@gmail.com
Application Deadline: September 10, 2026
Please use āCustomer Experience & Engagement Division Managerā as the subject of your email.
Join us and help shape exceptional customer experiences and stronger, long-term client relationships.